Spark Compuware Transactional Website Analysis

September 19, 2005

Question Do you measure and monitor the performance levels and end user experience for each individual user of your transactional website? Yes No

Country TOTAL France Germany Netherlands 50% 50% 55% 45% 70% 30% 42% 58% United Kingdom 33% 67%

Sector Financial Retail Services 54% 46% 46% 54%

Question Country Which of the following best describes the approach you take to monitoring the United TOTAL France Germany Netherlands performance of your website and hence managing end user experience? Kingdom Monitor load on web server to ensure peaks in demand do not bring the site 51% 53% 46% 54% 50% down Measure end user experience through the use of dedicated PCs in different locations, which simulate transactions and therefore provide an insight into 20% 20% 24% 14% 22% average end user experience and performance levels in different locations Install passive/desktop monitoring agents on the PCs of each person that 14% 16% 14% 18% 9% uses our transactional website Pay a hosted service to monitor specific ISP locations 10% 2% 14% 8% 15% Use an agentless monitoring solution that provides us with specific information 6% 10% 2% 6% 4% on the actual end user experience for each individual user of our site

Sector Financial Retail Services 44% 20% 19% 12% 6% 58% 20% 9% 7% 5%

Question Country Do you monitor and measure which ISP is being used by each individual user United and the impact the performance of that ISP service has on the experience TOTAL France Germany Netherlands Kingdom each individual user has when on your transactional website? Yes 26% 25% 30% 32% 15% No 74% 75% 70% 68% 85%

Sector Financial Retail Services 28% 72% 24% 76%

Question Country Do you get real live data on the different types of internet connections people are using to access your site? (i.e if in one day you had a thousand vistors can United TOTAL France Germany Netherlands Kingdom you easily find out how many of these used dial up, 1mb, broadband, 2mb broadband etc) Yes 39% 49% 42% 40% 22% No 61% 51% 58% 60% 78%

Sector Financial Retail Services 40% 60% 38% 63%

Question Country Do you monitor and measure how many times each individual user of your site had to refresh, re-load or drop-off a page during a particular visit to your TOTAL France Germany Netherlands site? Yes 38% 49% 42% 32% No 62% 51% 58% 68%

Sector United Kingdom 28% 72% Financial Services 41% 59% Retail 35% 65%

Question Country Please estimate how much money (include lost sales, decline in reputation, loss of customer confidence etc) your organisation loses due to website United TOTAL France Germany Netherlands performance problems (downtime, slow running pages, broken links etc) each Kingdom year? Approximately £500,000 39% 13% 32% 25% 70% Approximately £1,000,000 18% 17% 27% 25% 7% Approximately £1,500,000 21% 30% 22% 19% 15% Approximately £2,000,000 23% 40% 19% 31% 9%

Sector Financial Retail Services 34% 14% 17% 34% 43% 21% 24% 12%

Question How many transactions take place on your websites each year? TOTAL Approximately 100,000 29% Approximately 500,000 15% Approximately 1,000,000 11% Approximately 1,500,000 8% Approximately 2,000,000 10% Approximately 2,500,000 6% Over 2,500,000 21%

Country Sector France Germany Netherlands United Kingdom Financial Services 29% 20% 32% 35% 16% 8% 22% 18% 11% 15% 19% 4% 11% 11% 10% 4% 20% 7% 2% 9% 6% 11% 11% 11% 10% 4% 4% 5% 11% 10% 29% 18% 16% 20% 32%

Retail 43% 15% 13% 8% 10% 2% 9%

Question How many people visit your transactional websites each year? TOTAL Approximately 100,000 21% Approximately 500,000 8% Approximately 1,000,000 6% Approximately 1,500,000 5% Approximately 2,000,000 11% Approximately 2,500,000 10% Over 2,500,000 39%

Country Sector France Germany Netherlands United Kingdom Financial Services 8% 9% 25% 41% 18% 10% 4% 5% 13% 4% 8% 4% 5% 7% 2% 11% 2% 7% 3% 10% 17% 16% 2% 13% 8% 9% 9% 15% 11% 54% 46% 39% 15% 49%

Retail 23% 12% 10% 7% 10% 10% 28%

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